Customer Service Officer

Job description

Customer Service Officer

Reports to: Customer Service Team Leader

Role Summary: The face of the company, responsible for accurately executing standard procedures and handling daily client inquiries.

Key Responsibilities:

Inquiry Handling & Identity Verification: Respond to customer inquiries via App, web, and social media; perform strict KYC (Know Your Customer) verification using NRC numbers or Passports.

Ticket Creation: Accurately classify and create tickets for all customer interactions in the CRM/ticketing system; escalate unresolved or urgent issues to the Team Leader within 5 minutes.

Standard Procedure Execution: Strictly follow pre-approved scripts and SOPs; maintain a 100% accuracy rate in information delivery to prevent miscommunication.

Customer Satisfaction: Provide professional, courteous, and timely responses to ensure positive customer experience.